Framework

Service ID

Contact

Service scope

See https://docs.microsoft.com/en-gb/azure/ to determine applicable constraints based on buyers requirements.

System requirements

See https://docs.microsoft.com/en-gb/azure/

User support

User support

Email or online ticketing support

Email or online ticketing

Support response times

See https://azure.microsoft.com/en-us/support/plans/

User can manage status and priority of support tickets

Yes

Online ticketing support accessibility

WCAG 2.0 AA or EN 301 549

Phone support

Yes

Phone support availability

24 hours, 7 days a week

Web chat support

Web chat

Web chat support availability

24 hours, 7 days a week

Web chat support accessibility standard

None or don’t know

How the web chat support is accessible

N/a

Web chat accessibility testing

N/a

Onsite support

Yes, at extra cost

Support levels

Microsoft is able to offer Premier Support Services. See https://www.microsoft.com/en-us/microsoftservices/support.aspx

Support available to third parties

No

Onboarding and offboarding

Onboarding and offboarding

Getting started

See https://azure.microsoft.com/en-us/resources/ plus comprehensive online documentation for various solutions available across the platform. See https://docs.microsoft.com/en-us/azure/

Service documentation

Yes

Documentation formats

HTML

PDF

Other

Other documentation formats

Online videos and interactive learning portals

End-of-contract data extraction

Customer are able to remove their data at any time through the same means they uploaded. Either over their network (internet or express route) or via the Azure Import/Export services. Also see https://www.microsoft.com/en-us/trustcenter/privacy

End-of-contract process

Please see https://www.microsoft.com/en-us/trustcenter/privacy/you-own-your-data. In our Online Services Terms, Microsoft contractually commits to specific processes when a customer leaves a cloud service or the subscription expires. This includes deleting customer data from systems under our control. If you terminate a cloud subscription or it expires (except for free trials), Microsoft will store your customer data in a limited-function account for 90 days (the “retention period”) to give you time to extract the data or renew your subscription. During this period, Microsoft provides multiple notices, so you will be amply forewarned of the upcoming deletion of data. After this 90-day retention period, Microsoft will disable the account and delete the customer data, including any cached or backup copies. For in-scope services, that deletion will occur within 90 days after the end of the retention period. (In-scope services are defined in the Data Processing Terms section of our Online Services Terms.) See http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=11745

Using the service

Using the service

Web browser interface

Yes

Using the web interface

Manage and deploy services via the Azure Portal. See https://azure.microsoft.com/en-gb/

Web interface accessibility standard

WCAG 2.0 AA or EN 301 549

Web interface accessibility testing

N/a

API

Yes

What users can and can't do using the API

Users are able to utilise the Azure API Managament service to create their own API's for the solutions they deploy on to the platform. Additionally we have the Azure Service Management API which provides programmatic access to much of the functionality available through the Management Portal. Available here https://msdn.microsoft.com/en-us/library/azure/ee460799.aspx

API automation tools

Ansible

Chef

SaltStack

Terraform

Puppet

API documentation

Yes

API documentation formats

HTML

Command line interface

Yes

Command line interface compatibility

Linux or Unix

Windows

MacOS

Other

Using the command line interface

Azure CLI 2.0 is optimized for managing and administering Azure resources from the command line, and for building automation scripts that work against the Azure Resource Manager. See https://docs.microsoft.com/en-us/cli/azure/install-azure-cli

Backup and recovery

Please see https://docs.microsoft.com/en-gb/azure/backup/backup-azure-vms-first-look

Datacentre setup

Multiple datacentres with disaster recovery

Scheduling backups

Users schedule backups through a web interface

Backup recovery

Users can recover backups themselves, for example through a web interface

Data-in-transit protection

Data-in-transit protection

Data protection between buyer and supplier networks

Private network or public sector network

TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Other

Other protection between networks

For data in transit, Azure uses industry-standard secure transport protocols, such as TLS/SSL, between user devices and Microsoft datacenters. You can enable encryption for traffic between your own virtual machines (VMs) and your users. With Azure Virtual Networks, you can use the industry-standard IPsec protocol to encrypt traffic between your corporate VPN gateway and Azure as well as between the VMs located on your Virtual Network.

Data protection within supplier network

TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Other

Other protection within supplier network

ACL Based Network Security Groups are also used. See https://azure.microsoft.com/en-us/blog/network-security-groups/

Availability and resilience

Availability and resilience

Guaranteed availability

See Microsoft's Online Service Terms at http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=11745

Approach to resilience

Please see https://www.microsoft.com/en-us/cloud-platform/global-datacenters and https://www.microsoft.com/en-us/TrustCenter/

Outage reporting

Please see https://azure.microsoft.com/en-us/status/ and https://portal.azure.com/#blade/HubsExtension/ServicesHealthBlade

Identity and authentication

Identity and authentication

User authentication

2-factor authentication

Identity federation with existing provider (for example Google apps)

Username or password

Other

Other user authentication

Azure Active Directory is Microsoft’s multi-tenant cloud based directory and identity management service. Azure-AD provides an affordable, easy to use solution to give employees and business partners single sign-on (SSO) access to thousands of cloud SaaS Applications like Office365, Salesforce.com, DropBox, and Concur. For application developers, Azure-AD lets you focus on building your application by making it fast and simple to integrate with a world class identity management solution used by millions of organizations. Azure-AD also includes a full suite of identity management capabilities including multi-factor authentication, device registration, self-service password management, self-service group management, privileged account management.

Azure-AD can designate separate administrators to serve different functions. These administrators will have access to features in the Azure portal and, depending on their role, will be able to create or edit users, assign administrative roles to others, reset user passwords, manage user-licenses, and manage domains, among other things. A user who is assigned an admin role will have the same permissions across all of the cloud services that your organization has subscribed to, regardless of whether you assign the role in the Office365 portal, or in the Azure classic-portal, or by using the Azure-AD module for Windows PowerShell.

An Information Security Management Program has been established to enable Microsoft Azure to maintain and improve its management system for information security. Through establishment of the ISMS, Azure plans for and manages protection of its assets to acceptable security levels based on defined risk management processes. In addition, Azure monitors the ISMS and the effectiveness of controls in maintaining the confidentiality, integrity and availability of assets to continuously improve information security.

The ISMS framework encompasses industry best-practices for information security and privacy. The ISMS has been documented and communicated in a customer-facing Information Security Policy, which can be made available upon request (customers and prospective customers must have a signed NDA or equivalent in place to receive a copy).

Microsoft Azure performs annual ISMS reviews, the results of which are reviewed by management. This involves monitoring ongoing effectiveness and improvement of the ISMS control environment by reviewing security issues, audit results, and monitoring status, and by planning and tracking necessary corrective actions.Also see https://www.microsoft.com/en-us/TrustCenter/Compliance/ISO-IEC-27001 and The Microsoft Cloud Security Policy is available via the Service Trust Platform aka.ms/stp

Operational security

Azure has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO 27001, SOC 1 / SOC 2, NIST 800-53, and others.

Microsoft also uses Operational Security Assurance (OSA), a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft including the Microsoft Security Development Lifecycle (SDL), the Microsoft Security Response Center program, and deep awareness of the cybersecurity threat landscape. Please see https://www.microsoft.com/en-us/SDL/OperationalSecurityAssurance and https://www.microsoft.com/en-us/sdl

When providing the Antimalware solution for Virtual Machines, Azure is responsible for ensuring the service is highly available, definitions are updated regularly, that configuration through the Azure Management Portal is effective and that the software detects and protects against known types of malicious software. MCIO-managed hosts in the scope boundary are scanned to validate anti-virus clients are installed and current signature-definition files exist.

Vulnerability scans are performed on a quarterly basis at a minimum. Microsoft Azure contracts with independent assessors to perform penetration testing of the Microsoft Azure boundary.

Microsoft Azure employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacenter edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause.

Proactive monitoring continuously measures the performance of key subsystems of the Microsoft Azure services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.